Optimizing the returns season opportunity requires retailers to provide a seamless, superior experience – one that even grumpy, post-holiday shoppers making exchanges or seeking discounts will find satisfying.

As we look toward the future, the face of holiday shopping is set to change even more. Future customers understand that online and social shopping lack the personalized, interactive experience that only a knowledgeable store associate can deliver.

Without a doubt, omni-channel retailing is changing the retail business model. Merchants now need to adapt new strategies to adhere to consumer demands, and scheduling technology may be one approach worth considering.

Retailers shouldn’t be asking: how do we create a personalized experience for our consumers? Instead, they should be asking: how do we give more control to our consumers so that they can create their own personalized experience?